Field Service/Customer Service EE Applications Engineer - Controls and

Field Service/Customer Support Applications Controls Engineering Supervisor - Prefer Electrical Engineers

We are seeking to fill a full-time, consistent travel Technical Support Applications Engineering Supervisor position within the Controls/Switches Industry in Des Plaines, IL

Local Candidates Only; No sponsorship available.

The Field Service/Technical Support Supervisor will be working with internal teams, customers and vendors to provide technical support via phone first and then in person at job site if unable to be resolved via phone. This position requires regular traveling during the week as well as occasional, weekends. The availability to travel with little notice is needed. Candidate will be diagnosing and troubleshooting controls software and other mechanical issues to help customers install their applications and programs. Candidate will also be able to build and document product modifications upon request.

Responsibilities:

Take ownership to lead the troubleshooting process for job site issues. This includes root cause analysis, testing and customer engagement to schedule appropriate solutions.

Provide detailed reports for all site visit issues, including follow ups with customers, as well as working with internal teams for continuous improvement opportunities.

Provide technical customer service support for Controls/Switches and other products

Diagnose and troubleshoot mechanical and electrical issues with the products, including programming protocols

Properly escalate unresolved problems to appropriate internal teams

Provide prompt and accurate feedback to customers through excellent customer service

Refer to internal database or external resources to provide accurate tech solutions

Prioritize and manage several open issues at one time

Schedule on site technician visits and manage resources as needed within the technical support team

Drive collaboration and direct engagement with controls manufacturers/vendors to ensure alignment in troubleshooting efforts

Follow up with clients to ensure the product is fully functional after troubleshooting

Ensure all issues are properly logged / prepare accurate and timely documentation on all inspections, maintenance, and repair work

Document technical knowledge in the form of notes and manuals

Develop and provide a bill of material for any product modification

Provide general Engineering support within the team

Assist in the development and execution of testing requirement procedures

Must be able to travel to job sites with little notice

Qualifications: Ideal candidates are highly motivated with great communication skills and previous Engineering Support of Controls/Switches/other miscellaneous products.

Bachelor’s Degree or higher in Engineering with Electrical Engineering preferred

Minimum of 3 years of experience in customer service skills

Minimum of 5 years of field experience in the manufacturing field of lighting and/or controls

Excellent understanding of dimming/programming protocols (DMX, Dali, 0-10V, 1-10V, PWM, Leading & Trailing edge)

Strong knowledge of low and high powered electrical, digital and analog control systems

Ability to diagnose and troubleshoot technical issues with regards to controls, flickering, dimming, etc.

Ability to understand engineering documents, blueprints and wiring schematics

Ability to provide step-by-step technical help, both written and verbal

Strong command of the English Language

Ability to use electrical tools and hand tools (e.g. wire strippers, calipers)

Ability to use test equipment such as oscillicsope, multi-meter, etc.

Excellent problem-solving and communication skills including de-escalation customer service skills

Proficient computer skills with MS Office

Ability to instruct customers on the products and results

Ability to work within a construction site when needed

Physical Demands:

Manual dexterity to perform all job functions

Continually required to stand for periods of time

Some exposure to extreme heat or cold due to job site visits

Possibility of working near moving mechanical parts

Occasionally lift and /or move more than 50 pounds

Will need to use ladders, scissor lifts, etc.

Specific vision abilities required by this job include: Close vision; Color vision; Depth perception and ability to adjust focus

Job Type: Full-time

Pay: $90,000.00 - $125,000.00 per year

Benefits:

401(k)

401(k) matching

Dental insurance

Disability insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Vision insurance

Schedule:

8 hour shift

Monday to Friday

Overtime

Weekends as needed

Work Location: In person